Evaluating Tickets

This section is intended for Evaluator and Admin users!

Intryc provides two ways to evaluate tickets: through workload assignments and as stand-alone evaluations. Both Admins and Evaluators can perform evaluations.

Workload assignments are evaluations distributed automatically as part of a configured workload. Stand-alone evaluations allow you to evaluate any ticket directly, outside of a workload.

Evaluation Statuses

Status	Description
In Progress	The evaluation has been started but not yet submitted. You can continue working on it at any time.
Completed	The evaluation has been submitted. It's visible to the reviewee (unless hidden) and can no longer be edited.
Skipped	The evaluation was skipped. You can still view the ticket but cannot submit a score.

Evaluations are auto-saved every 30 seconds to ensure you don't lose progress.

Completing an Evaluation

For each criterion in the scorecard, select a rating from the available options. If a criterion is optional, you can skip it using the Skip button. You can also highlight specific messages in the ticket by selecting a criterion and clicking the highlighter icon next to the relevant message.

Keep in mind that soft criteria do not count towards the final score. If you select the lowest rating for a critical criterion, the entire evaluation will automatically fail.

Root Causes — For criteria that are marked down, select one or more root causes to capture why the criterion failed (e.g. "Lack of product knowledge", "Poor listening skills").

Comments — Double-click on a rating or click the expand button next to a criterion to add a comment. Comments are optional but recommended — provide specific examples from the ticket to support your rating. You can also add an overall comment for the entire evaluation at the bottom of the scorecard.

Instructions — Click the "Instructions for evaluators" section on any criterion for guidance on what to look for. Following instructions helps maintain consistency across evaluations.

Using AutoQA (Co-Pilot)

If AutoQA is enabled, click Run AutoQA to have the AI analyse the ticket and suggest ratings for each criterion. The AI will explain its reasoning, highlight relevant messages, and identify root causes for failures.

Review the AI's suggestions alongside your own ratings. You can accept or override any recommendation before submitting. You can run AutoQA multiple times — only the most recent run counts as the final evaluation.

Submitting, Saving & Skipping

• Submit — Marks the evaluation as complete. You will no longer be able to edit it, so make sure you've double-checked your ratings. You'll be taken to the next ticket, or redirected to the Assignments page if no more tickets are available.

• Save — Saves your current progress so you can come back later. The evaluation will appear with an "In Progress" status under your Evaluations tab.

• Skip — Skips the evaluation entirely. Any current progress will be lost and another ticket will be selected. Skipped evaluations do not count towards assignment progress.